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How to Use Variables in Blip Desk Canned Responses

  • Updated

Index:

  1. Introduction
  2. Creating a Canned Response with Contact and Agent Variables

 

Introduction

When creating a canned response (pre-registered messages to make agents' work easier in Blip Desk), you can use variables to add more personalization to the content.

You can use variables related to the contact being assisted and the agent providing the service on Blip Desk.

 

1. Contact Variables:

The Contact Variables that can be used are listed in the table below: 

Variable Name Description
contact.name The contact's name.
contact.address The contact's address.
contact.city The contact's city.
contact.email The contact's email.
contact.source The contact's channel name.
contact.phoneNumber The contact's phone number.
contact.photoUri The contact's public photo URI.
contact.cellPhoneNumber The contact's cell phone number.
contact.gender The contact's gender.
contact.timezone The contact's timezone relative to GMT.
contact.culture The contact's culture information (in IETF format).
contact.extras A generic JSON to store string pairs (key and value).
contact.identity The contact's identity in the format name@domain.
contact.group  

Note: Some channels do not provide any contact information besides their identifier, defined by the variable {{contact.identity}}. Make sure your bot has collected all the information you want to use.

 

2. Agent Variables:

The Agent Variables that can be used are listed in the table below:

Variable Name Description
agent.fullName The agent's full name.
agent.email The agent's email.
agent.phoneNumber The agent's phone number.
agent.identity The agent's identity in the format name@domain.

Note: Make sure the agent has filled out (on the Blip portal) all the information related to their account before using these variables.

 

Creating a Canned Response with Contact and Agent Variables

Access your bot's Service module and create a canned response. In this example, we will create a text response, but you can create responses with any type of content supported by the channel your bot is using.

 

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Before registering a response, it is necessary to create a category. To do this, click on the Create Category button and define a name for it. Now, create a canned response by defining a title and the content.

 

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  • Note: It is important to note that the Title has a 60-character limit.

In this example, the canned response created is a standard message for greeting users who request service from the bot.

From now on, the agent can use this response within Blip Desk, as shown in the image below:

 

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Notice that Blip changes the value of the variables before sending the message. In the image below, we have an example of how the content reaches the end customer.

 

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For more information, join the discussion on this topic in our community or watch the videos on our channel. 😃

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